FAQS
FAQS
FREQUENTLY ASKED QUESTIONS
Welcome to ELEVEN11SWIM’s FAQ page. On this page, I will be answering some of the most asked questions and inquiries from customers. If you have a question or concern and it did not get addressed on this page, please feel free to email me @ Eleven11swim@gmail.com, thank you!
1. What is the processing time for my order?
On most occasions, orders will take at least two business days to process.
2. When will my order arrive?
We offer express 1-2 day shipping for $25, which usually ships in one day, depending on where you are in the world. Our standard shipping takes 3-5 business days and costs $10.50, again depending on where you are in the world.
3. What do I do if I have not received my order by the fifth business day?
If you do not receive your order by the fifth business day, you should contact us via email @ Eleven11swim@gmail.com, or by using the messenger app on our site. Your email or message will be responded to in a timely manner and we will rectify the problem. Please use "DELAYED ORDER" in the subject field of the email and please have your tracking number ready.
4. If my order does not fit properly, what should I do?
We do NOT under any circumstances accept returns or exchanges and we do NOT give refunds. All customers should double-check to make sure what they ordered is the right fit and size for them. All items posted on the website will have measurements, materials, and sizing in the description.
5. How often are items restocked?
Most items will not be restocked unless they are a best-seller or requested by a majority of customers. We plan on dropping hot items every two weeks!
6. Do you offer drop off or pick up options?
Under no circumstances do we offer drop off or pick up options. For the safety of the staff at Eleven11swim, we will not drop off items or allow customers to pick up items. IF, by chance, we do offer a day for pick ups, it will be announced on instagram (@Eleven11swim) and the location will be sent directly to each customer that chose that option. This will probably be on rare occasions only.
7. What payment methods do you accept?
We accept all major credit and debit cards, as well as SHOP PAY. NO CASH ORDERS.
8. What will happen if I issue a chargeback or dispute my order after I received it with no problems or issues with the item(s)?
If you placed an order on the website and actually received your order with no problems with the item(s) you ordered and still decide to dispute the order with your bank, I will personally submit all proof that you actually did receive your order.
9. What will happen if I use a fraudulent credit card or method of payment for my order?
If you decide to use a fraudulent payment method for any orders on this website, you will be prosecuted to the highest extent of the law.
10. Do you guys hold items if I have cash to purchase?
We do not hold items for anybody under any circumstances. All orders have to be processed and purchased on the website.
11. If my item is damaged upon arrival, what should I do?
If your item(s) are damaged upon arrival, please contact us immediately to inform us. You have 48 hours after your item has been delivered to notify us of the damages and send us an email with a picture of the damaged item. We will email you a return shipping label free of charge to send the item(s) back. Once we receive the item, we will either issue a refund or exchange the item (if it is still in stock). This is the ONLY exception that will be made for refunds and exchanges.
Thank you for shopping!